My mother had a virgin mobile sim only account. She never received any notification letters about the switch and now her sim does not work. We have called O2 and been into the shop. They cannot retrieve her account because she cannot provide id. O2 will only accept a passport or driving licence as id and she has neither. I could just set her up with a new sim but she would like to keep her old number as its linked to various accounts for 2 factor authentification (she’s very old and cannot grasp any of this). Is there anyway she can retrieve her account or keep her old number with a new account? thanks in advance
